We booked Chalet Famille for Christmas with exclusive use for our family and friends, a party of 9. To say that we were disappointed would be an understatement. If you have booked based on the website and previous trip adviser reviews then you are in for a shock! If you look most of the reviews are one of reviews by people who have never done a review before which is always suspicious.
They was no warm welcome when we arrived and we constantly felt like we were an inconvenience such as requesting pick up times that didn't fit in the hosts plans, asking for a 2nd drink or another bottle of wine. We were told on arrival the hot tub was broken, the first broken promise. Whilst we understand accidents and failures happen, the hot tub was broken before we arrived but they chose not to tell us or make any meaningful attempt to fix. We understand that other chalets had similar problems but through the local network they were able to get them fixed. To be offered two bottle of champagne total value EU25 after the fact does not go anywhere towards the disappointment.
This is no longer an owner run chalet, Helen and Matt now run the chalet but they do it to fit in with their lifestyle and guests are not their first concern. The website boast’s that you will be enjoying the hospitality of a great chef who would be preparing great dishes each day. Nothing could be further from the truth!
We had booked exclusive use of this 7 bedroom chalet – yet they had let the largest and best bedroom to a sublet. We could hear someone else moving around upstairs and he and his wife would walk into the lounge at varying times to use the kitchen.
The website advertised cannot be compared to the reality: Canapés at 7 pm once on Christmas day only, no nibbles at any other time. We had to buy our own. Then having to ask “Oliver” esk more please for a 2nd drink. Christmas week and we needed to ask if a Christmas tree was going to be provided. The total seasonal decorations were one set of fairy lights. Happy Christmas! No fire lit for arrival night and limited to one log and not at key times like Christmas afternoon, in the end we have taken control and lit ourselves.
Dinner menu’s 3 star at best and nothing like menu on website, for example a pepper that contained a chopped up tomato with two slices of baguette as starter, sausages on a plate of lentils with nothing else as a main course, a child could have done better. Christmas dinner Helen served new potato’s roasted not proper roast potatoes, no pigs in blankets, cranberry jelly or normal accompaniments. Vegetables served boiled straight from pan with no seasoning or butter. I could go on as the standard of cooking was basic at best and food hygiene standards certainly not complied with: In the larder most afternoons we discovered a whole array of food left out that should have been in the fridge. At no time was coffee offered after dinner.
Frozen cakes defrosted not fresh baked. To add insult to injury we only had three cakes during the week, raspberry & almond, christmas cake and coconut cake as Helen choose to leave out old cakes until gone even though we did not like them. No fresh bread in the mornings. Every Chalet standard of Chalet I have previously stayed in has provide fresh french bread. When we asked for french bread a supermarket cooked frozen baguette appeared!!! No cooked breakfast on Saturday morning and in fact no sign of Helen or Matt until 9 a.m! so we had to get out milk, fruit juice and butter!
With regards to the accommodation two bedrooms had bad smells from their drains, two had mould and mildew one had water dripping from the ceiling probably due to the bathrooms fans not working. You need to unplug the TV to play a DVD and to be within 5ft of TV to change the channel.
Overall this chalet was a great disappointment we have since made an official complaint on our return as we wanted to give Iain & Verity Lea (the owners) the opportunity to put things right but their lack of concern in the initial response and no contact since leads me to believe they don’t care as they now have the chalet up for sale!
- Official Description (provided by the hotel):
- Chalet Famille is our privately owned and run luxury catered chalet in Morzine. Offering wonderful food, comfortable accommodation and truly fabulous skiing. ... more less